Service Delivery Manager
Menlo Park, CA
Support Ops /
Permanent /
Hybrid
Who is KDInfotech?
KDInfotech offers small and medium sized businesses solutions and support with all aspects of their infrastructure nationwide. We develop, manage, and partner on projects such as, application support, network administration, communication systems, and workstation performance. We like to call ourselves IT Partners that will come in and help in any situation necessary. As a fast growing successful company, we are redefining how tech support benefits our clients.
A Day in the Life of our Service Delivery Manager
Our Service Delivery Manager is responsible for overseeing the delivery and continuous enhancement of IT services across the organization. This pivotal role ensures high-quality outcomes by managing daily IT operations, developing service delivery strategies, and fostering continuous improvement. Your leadership will drive service excellence across global operations, including compliance with service level agreements (SLAs) and maintaining strong relationships with stakeholders
Who Should Apply
If you are excited to prioritize customer relationships, communicate effectively with technical and non technical staff, and would like to make an impact in an organization and peer growth, we encourage you to apply.
Daily Objectives
- Lead the planning, implementation, and management of IT services to meet agreed service levels and customer expectations
- Manage the daily operations, improvements, and enhancements of ServiceNow, ensuring optimal functionality and user support
- Define and monitor SLAs, ensuring services are delivered within established timeframes, quality standards, and budgetary constraints
- Utilize ITIL based standard operating procedures, key performance indicators (KPIs), and reports to provide visibility to helpdesk performance and quality
- Coordinate cross-functional teams to deliver integrated solutions and resolve complex issues
- Lead the service desk team, promoting timely and effective service delivery, resolving complex issues, and guiding incident resolution
- Identify and implement initiatives to improve service quality, efficiency, and effectiveness, regularly optimizing IT service processes
- Mentor and develop the IT service delivery team, fostering a positive and productive work environment and promoting continuous learning
- Identify and mitigate risks associated with service delivery, ensuring business continuity and data security
- Manage vendor relationships and contracts related to service delivery, ensuring compliance and value for money
- Stay abreast of industry trends, regulations, and best practices related to IT service management and compliance standards (I.E. ITIL, ISO 20000)
Qualifications and Skills
- 3-5+ years of experience in Service Delivery Management
- Proven experience (5 years) in a similar role within the IT industry
- Strong understanding of IT service management frameworks and methodologies
- Certifications such as ITIL, PMP, or Six Sigma are highly desirable
- Working experience with MacOS
- Experience using ServiceNow and/or Jira ticketing systems
- Solid project management skills, with experience in managing multiple projects simultaneously
- Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions
- Excellent leadership and communication skills, with the ability to influence and engage stakeholders at all levels
- Experience with working in a highly regulated environment highly preferred
- Ability to work flexible hours and travel occasionally as needed
$130,000 - $160,000 a year
Why work for KDI?
KDI offers leading edge benefits to all of our team members that include but are not limited to;
Unlimited PTO and Sick days
PPO and HMO options for Medical Benefits
Dental and Vision Benefits
401k Match
Cell phone reimbursement options
